We went through this with a $170,000 deposit from our customer. The deposit was made on December 23, 2021. We went back and forth with Intuit, providing documents to them through the resolution center, calling or chatting maybe 20-30 times. We just didn't get anywhere doing these things since you always talk to or chat with someone different. Finally, we had our lawyer draft a letter requesting the funds be returned to our customer. I am including some relevant text from that letter for others to use. I highly suggest going this route ASAP. It still took over a month (and additional followup) to get the funds back to our customer but they did finally go back. In total, it was nearly 3 months before Intuit returned the funds to our customer. I agree with the person who said a news organization should look into this company and this practice of withholding payments. It should be criminal and they should be investigated. I'm exhausted from our experience as it was one of the most stressful things I've dealt with in recent years. Anyway, here is some text you can possibly use in your request to get the money returned. We did also include a timeline of what had been going on along with making the request to return the funds, but I think just making the request will get the ball rolling on getting the money back to your customer. Just post the document as one of the documents they request in the resolution center since there isn't any other way to communicate with them.
"The Terms of Service between [insert company name] and Intuit concerning the Merchant Services account provide that in the event that Intuit elects to review a transaction, Intuit be required to either clear or cancel the transaction. Given that no progress has been made in [insert time frame] to clear this transaction, [insert company name] requests that Intuit cancel the transactions subject to the above request and return the funds to [insert company name] customers whose accounts were debited. [insert company name] will arrange directly with its customers concerning payment and will cease use of Intuit’s electronic payment method.
In the event that Intuit fails to cancel the subject transactions and return the funds to the [insert company name] customer accounts, [insert company name] will file a Notice of Claim against Intuit in accordance with the Terms of Service."
